**Strategic Leader, Member Experience Excellence**

6 days ago

Long Island City, United States United Nations FCU Full time
About the Role

We are seeking a highly experienced and strategic leader to join our team as an Executive Director, Member Experience Management. This is a newly created executive position that supports the Office of Strategic Planning in the ongoing formulation and execution of strategy.

Key Responsibilities
  • Lead and develop the Member Experience Management (MXM) practice via the MXM Center of Excellence (CoE), driving performance management, coaching, and development of the MXM CoE team.
  • Support the ongoing application of UNFCU's strategic planning process, ensuring alignment with organizational outcomes and goals.
  • Partner with leadership to build a best-in-class MXM CoE that produces actionable, measurable, and effective plans that drive the maturity and impact of member experience at UNFCU.
  • Ensure MX improvements are aligned to brand and MX strategy, are measured, and achieve strategic goals.
  • Align with organizational outcomes and goals, and define and drive the next phase of a member-centric culture.
  • Identify and maintain a dedicated list of experience drivers representing top member experience improvements.
  • Align and collaborate with key partners within the organization to continually refine and manage competencies and capabilities for MX (e.g., data and analytics, employee experience).
  • Embed member experience impact as a criterion for all business decisions and track the business impact of experience changes across UNFCU.
  • Structure, co-create, and design proven processes, tools, and resources, including experience management best practices to improve the member experience.
  • Own and manage the overall maturity of the member experience capability.
  • Structure and oversee the activities, outcomes, communications, progress, and impact to the MXM CoE Executive Leadership team, Advisory Board, and Experience Liaison Network.
  • Partner with the FVP, Strategic Planning to enhance the strategic planning function, ensuring the development of actionable, measurable and effective strategic plans that drive the growth of UNFCU.
  • Assist the FVP, Strategic Planning in overseeing the ongoing operations and optimization of the Office of Strategic Planning and the Strategy vertical.
  • Stay current on global changes and weak signals to identify patterns or themes that help the organization identify new priorities or modify existing ones.
  • Communicate effectively in multiple ways to educate, guide, and influence the senior leadership team and the organization as a whole.
  • Partner with departments across the organization acting as an internal consultant to help influence and craft business unit strategies that are aligned to the corporate strategy.
Requirements
  • Bachelor's degree and 7-10 years of related experience, 3-5 years of which were leading an Experience Management practice.
  • Customer Experience Professional (CCXP) certification and experience with Centers of Excellence preferred.
  • Strong research, quantitative and analytical skills with strong knowledge of member experience best practices, and ability to think strategically.
  • Familiarity with the Qualtrics platform preferred but not required.
  • Strong project management skills.
  • Ability to communicate the importance of member experience and corresponding strategy.
  • Ability to recommend and structure initiatives based on member experience data.
  • Ability to report MX data and outcomes to different audiences in an understandable manner.
  • High degree of proficiency using Adobe Professional and Microsoft Office Suite, including Excel, PowerPoint, and Word.
What We Offer
  • A global not-for-profit financial institution that serves the UN community.
  • A commitment to providing peace of mind to our members and colleagues and striving to achieve service excellence in all that we do.
  • A purposeful culture that values personal fulfillment and professional growth.
  • An equal opportunity employer that celebrates diversity and is committed to creating an inclusive environment for all employees.

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